Hybrid Technical Customer Support Representative

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Technical Customer Support Representative

Do you have a passion for customer advocacy and service? Do you have experience troubleshooting technology and its connection to the Internet? Are you curious, a fast learner, detail oriented and mechanical, with a keen enjoyment of solving problems and puzzles? Are you a great communicator with call center experience and conflict resolution skills? If you have these characteristics, coupled with strong communication skills, dependability and dedication to team work, we are looking for you.

As a Customer Support team member, your primary responsibility is to support the Remote Lock customer by providing exceptional customer service and resolving issues with our cloud-based software and hardware solutions.

Candidates should have a strong work ethic, dependability, reliability, curiosity and hunger for learning, great communication skills and commitment to providing excellent service interactions with our customers.

Responsibilities

• Providing Tier 1 and Tier 2 support for incoming customer phone calls and emails
• Taking ownership of client issues and resolving their primary concerns
• Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
• Troubleshooting lock hardware, including but not limited to physical installation, connection to Wifi, and post-installation maintenance in RemoteLock software
• Scheduling outbound client appointments for hardware and software support
• Providing direct expertise and training to customers on the use of RemoteLock Software that will enable them to manage access to their properties and users access.
• Processing customer warranty or refund claims
• Maintaining ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
• Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
• Working directly with customers purchasing hardware and software online to ensure an excellent customer service experience
• Minimize client cancellations due to service quality challenges

Requirements

• Minimum of 2 years proven customer support experience, ideally with IoT (Internet of things) products
• Excellent Communication Skills (email and phone) and strong empathy and patience.
• Strong phone communication skills; Clear annunciation, professional vocabulary and the ability to explain complex concepts in a simple manner, and active listening skills.
• Customer orientation and ability to adapt/respond to different types of people and personalities.
• Ability to multi-task, prioritize, and manage time effectively
• Dependable, Reliable, Strong Attendance
• Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
• Advanced troubleshooting and mechanical inclination
• Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
• Awareness of industry's latest technology trends and applications,
• Wi-Fi network knowledge a plus!

Culture:

RemoteLock is a company with a 10-year track record of success and a start-up mentality. We are fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

About RemoteLock:

RemoteLock is the leading provider of cloud-based software for smart lock management and access control. RemoteLock's software allows users to remotely control access for renters, guests, employees and contractors—saving time and money. RemoteLock provides clients ultimate flexibility—the ability to control any door, using any credential, with locks from every leading manufacturer—all from one dashboard. Every year, RemoteLock opens doors over 100 million times across 65 countries. RemoteLock is headquartered in Denver, CO. Learn more at

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Do you have at least 1 year of work experience troubleshooting Android or Apple mobile devices, Internet/Wi-Fi connectivity and using computers?

Education:

• High school or equivalent (Preferred)

Experience:

• Technical Customer Service: 1 year (Required)

Work Location: Hybrid remote in Denver, CO 80209